Telephone Skills 

For those in front-line, switchboard or receptionist positions, this programme will teach one to:

• Understand one’s role in the business context;
• Understand what is required for self empowerment in the role;
• Understand the impact of one’s personal image and brand on the role – what it is to be the face and voice of the organisation;
• Deal with pressure, stress and ‘lumpy’ workflow;
• Gain tools and techniques to stay on top of ‘who is who’, ‘who is where’ and ‘who is when’;
• Gain skills to build quick rapport to support ongoing positive relationships;
• Become fluent in all client interactions, not only regarding the voice and greeting, but also to have an intimate knowledge of the company’s products, software and culture; and
• Learn how to operate in a team and create a seamless service experience.